Learn how to answer the question of which capacity Cloud Kicks should use to use AI to enhance its sales processes and customer support. Find out why Einstein Lead Scoring and Case Classification are the correct answer and how they work.
Table of Contents
Question
Cloud Kicks wants to use AI to enhance its sales processes and customer support. Which capacity should they use?
A. Dashboard of Current Leads and Cases
B. Sales path and Automaton Case Escalations
C. Einstein Lead Scoring and Case Classification
Answer
C. Einstein Lead Scoring and Case Classification
Explanation
Einstein Lead Scoring and Case Classification are two AI capabilities that Cloud Kicks can use to enhance its sales processes and customer support. These capabilities are part of Salesforce Einstein, which is a portfolio of AI features and services that are embedded across Salesforce Platform.
Einstein Lead Scoring uses machine learning to analyze historical data and identify the factors that influence the likelihood of a lead converting into an opportunity. It then assigns a score and a reason to each lead, indicating how likely they are to become a customer and why. This helps sales reps prioritize their leads and focus on the most promising ones.
Einstein Case Classification uses natural language processing to analyze the text and metadata of customer cases and automatically assign the right values for fields such as type, reason, priority, and product. It also suggests the best next steps or solutions for each case, based on historical data and best practices. This helps customer service agents resolve cases faster and more accurately.
Einstein Lead Scoring and Case Classification are the capabilities that Cloud Kicks should use to enhance its sales processes and customer support. Einstein Lead Scoring and Case Classification are features that use AI to optimize sales and service processes by providing insights and recommendations based on data. Einstein Lead Scoring can help prioritize leads based on their likelihood to convert, while Einstein Case Classification can help categorize and route cases based on their attributes.
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